On Our Minds - Recent Posts

Technology Alone Won’t Solve your CX Problem!

December 14, 2018 By CX Act

  Technology Alone Won’t Solve your CX Problem!   As a Customer Experience Research and Consultancy firm, CX Solutions (formerly TARP), has seen a lot in our 40+ years of operation. We were the first to equate a good CX experience to positive ROI…believe it or not, this was before the internet and online surveys […]


CX Structure is a Critical Component of VoC Program Success

By CX Act

  A Formalized CX Structure is a Critical Component of VoC Program Success As my colleague pointed out in a recent post (see Technology Alone Won’t Solve Your CX Problem!), organizations are collecting more and more data, but many reap limited value from that data.  In fact, in a recently conducted benchmarking study on Voice […]


How Good is Your Voice of the Customer Program?

April 4, 2018 By Randy Brandt

Throughout a series of blog posts, my colleagues at CX Solutions and I have been sharing findings from our recent Voice of the Customer (VoC) Practices and Effectiveness Study. Early in the series, we discussed ten keys to VoC program effectiveness. We went on to describe how, in our online survey of 289 organizations, managers […]


Experience Matters

March 15, 2018 By Todd Hamlin

I recently had the honor of attending the Qualtrics X4 Summit in Salt Lake City, UT, at the beautiful Salt Palace Convention Center.  It was my first time attending, but hopefully not my last. I wasn’t sure what to expect from the Summit, there were many famous speakers, and more than enough fascinating sessions to […]


Follow-up – The Biggest Moment of Truth

March 7, 2018 By Cindy Grimm

Within the past two days, I have had two memorable customer experiences, one good and one bad, and they both related to the same thing – follow-up. First the bad — I left a message yesterday for a kennel where I wanted to board my dog for an upcoming trip.  This is a kennel I […]